• Manager of Client Onboarding

    Job Locations US-MA-Watertown
    Category
    Client Success
    Type
    Regular Full-Time
  • Purpose

     

    Liaison, named to Glassdoor’s 2017 Best Places to Work, offers the following:

    A place to work with fun, smart, collaborative and driven people.  Liaison is unique in that we are an established and profitable company but have that fast-paced energy and feel of a start-up.  Our SaaS based admissions management software and services helps millions of students take the next step in their academic career and is utilized by over 5,000 academic programs!!  

     

     

    As a Client Onboarding Manager, you will create and execute client onboarding plans for our most strategic accounts. Additionally, you will be tasked with maintaining and continuously improving the onboarding process & experience, building out internal and customer-facing documentation, and working with the product team to enhance our systems. The ideal candidate will excel in managing complex projects, leading strategic customer conversations, building long-lasting relationships, and working collaboratively.

     

    This is a unique opportunity to pioneer a new role within the Client Delivery organization and help start a team from the group floor, all while working within an incredibly accomplished company.

     

    Responsibilities

    • Own the onboarding and implementation process for our most strategic clients, setting them up for a successful long-term partnership with us
    • Serve as the client’s project manager and advocate
    • Facilitate the creation and delivery of all onboarding programs and materials
    • Help improve customers' product knowledge and offer guidance on best practices to ensure adoption and success
    • Leverage client feedback to improve the onboarding process by collaborating with leadership teams across departments
    • Develop tools and centralize processes to improve operational efficiencies in the onboarding process and ease the workload on both the account management and product teams

     

    Desired Skills & Experience

    • Graduate of an accredited 4-year college or university
    • Must have 5+ years’ experience with the creation and delivery of technical software and training
    • Proven success managing clients on a Client Success or Implementation team within a SaaS company
    • Ability to learn technical concepts quickly and explain those concepts in an easy to understand manner
    • Excellent written, communication, and presentation skills
    • Demonstrated ability to resolve issues and maintain strong client relationships
    • Able to multi-task and manage shifting priorities on tight deadlines
    • Project management experience preferred
    • Proactive and energetic attitude with the desire to be a key player on a results-oriented team in a fun, fast-paced work environment

     

     

     

     

     

     

     

     

     

     

     

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